Something interesting a CM told me this morning.

WonkaKid

DIS Veteran
Joined
Apr 2, 2009
A CM I’m acquainted with told me this morning that Disney keeps a permanent file on difficult/problematic/troublesome guests. It’s called the “Magic File.” The guests that cause trouble— in whatever capacity— are referred to as “Treasured Guests.” When a guest is difficult, CMs can lookup his/her record and add to it if need be. The CM told me that there are thousands of guest names in the file and some guests’ records are pages long.

As an aside, there is no similar file for guests that are good/helpful/highly-valued.

Lastly, the CM also told me an interesting story from last October. A group of seven arrived at the gates for the Halloween party. They only had six tickets and a seventh wasn’t available/for sale. They insisted they all be let in. When the CM refused, they rushed the gate. As you can imagine, security escorted them all the way back to their car(s) and off the property. All of the guests with APs in the group had them revoked. Yikes.
 
I wonder what they do with the list - like after a certain number of infractions are they cut off? Or is it more just for CMs to realize oh it's THAT guy again...

I think it’s more for CM’s purposes. For example, if a guest complains about something, they can look to see if he/she has a history of the same complaint.
 


I wonder what you have to do to be labeled “treasured” :upsidedow

I imagine things like being nasty to CMs (many guests are, for some reason), demanding things to which you’re not entitled, blaming a CM for something that’s the result of something you did or didn’t do.
 


Considering some CMs use "have a magical day" as a way to tell someone to eff off, I'm not surprised at all by the name, lol.

I'm a little disappointed there isn't a good guest list, though. I could see benefit in that if just to give more credibility to a complaint from someone on the good list. It would highlight more attention should be paid to what's being reported.
 
As an aside, there is no similar file for guests that are good/helpful/highly-valued.

They do keep great records however if a guest has an issue and something is promised for a later visit.

A friend took his girls when they were around 7 to 9 years old and they had a an issue with their stay but I can't remember what it was though. They gave them some sort of discount for his room and told him the next time he went to let them know he had had an issue with that previous stay. A few year back he booked again when his daughters were 10 years older. He booked online but called about a week later. They looked it up and told him that they saw he had an issue and what it was and gave him a further discount for that stay. He ended up getting something like 2 nights free on top of the discount he got years earlier.
 
Fun fact: I have a friend who was escorted off the property for buying an alcoholic beverage for himself and another guest, underage. Security approached them and when they could finally confirm the age of both of them, they were both taken to a section in the park, information taken, and casually escorted to the exit. They were both AP holders— those have been revoked, they’re not aloud to get another pass for a year and both have to still pay for the remaining balance of the pass. They can still buy tickets, however. YIKES lol
 
put-em-on-double-secret-probation.jpg
 
How do they find out the names of the perps if the perps aren't willing to divulge them?
 
How do they find out the names of the perps if the perps aren't willing to divulge them?
They probably get intimidated into giving their information.

For example, when I was going through security on Sunday, there was a young couple in the bag check next to mine. They were surrounded by 2 of the normal bag checkers and 4 security guards. There was no way they were going anywhere. The young woman just kept typing on her phone, ignoring all the questions. The young man with her was told to empty out all of his pockets. He was cooperating. I couldn't tell, but it seemed like the young woman was not. All I heard was her being told that she should know if she is underage that she shouldn't..... didn't hear the rest/ When my tram drove by them, a couple Anaheim police officers were there, too.

So, I am thinking that if you don't answer the questions, you will be surrounded for a very long time until you finally do.
 
How do they find out the names of the perps if the perps aren't willing to divulge them?
While Disneyworld has the magic band to assist, AP holders at Disneyland can still make it pretty easy. I would also assume that Disney uses facial recognition and even the phone apps have ability to assist them. Plus if they are not cooperative I am sure they can be turned over to the police for some of the more egregious behaviors, so its probably better to cooperate and not get arrested.
 
A CM I’m acquainted with told me this morning that Disney keeps a permanent file on difficult/problematic/troublesome guests. It’s called the “Magic File.” The guests that cause trouble— in whatever capacity— are referred to as “Treasured Guests.” When a guest is difficult, CMs can lookup his/her record and add to it if need be. The CM told me that there are thousands of guest names in the file and some guests’ records are pages long.

As an aside, there is no similar file for guests that are good/helpful/highly-valued.

Lastly, the CM also told me an interesting story from last October. A group of seven arrived at the gates for the Halloween party. They only had six tickets and a seventh wasn’t available/for sale. They insisted they all be let in. When the CM refused, they rushed the gate. As you can imagine, security escorted them all the way back to their car(s) and off the property. All of the guests with APs in the group had them revoked. Yikes.
stupid on those guest part! Did they honestly think they could get away with it? As a father I hope my kids grow up to be respectful
 

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